Tier 2 Escalations Specialist — Mobility Ops

Enshored Inc.; Metro Manila; On-site; PHP 446,000 - 781,000; Full time

Job summary

Enshored, Inc. is seeking a Customer Service Representative - Tier 2 to support our global operations in a fast-paced mobility and transportation technology environment.

You will handle complex escalations, provide expert guidance to frontline teams, and ensure cases are resolved accurately and in line with policy. Ideal candidates have 2–3 years of BPO experience, a Bachelor's degree preferred, strong English (B2/C1), and a willingness to work a 24/7 rotating shift.

Qualifications

• Bachelor's degree preferred.
• At least 2-3 years of BPO experience, preferably in customer support, escalations, or operations.
• Experience as a Subject Matter Expert, Escalation Specialist, Senior Associate, or Team Support is highly preferred.
• Strong English communication skills (B2 minimum; C1 preferred).
• Strong analytical, problem-solving, and decision-making skills.
• Experience with Zendesk or similar CRM/case management platforms.
• Willingness to work in a 24/7 rotating shift environment.

Responsibilities

• Act as a subject matter expert for Infrastructure & Mobility operations.
• Take ownership of complex customer escalations requiring advanced analysis and judgment.
• Provide real-time guidance and policy clarification to frontline support teams.
• Review safety-related incidents, policy exceptions, and high-impact customer concerns.
• Identify trends and root causes, and recommend improvements to processes and customer experience.
• Ensure operational decisions align with company policies, quality standards, and compliance requirements.
• Collaborate with Operations, Quality, Training, and other teams to strengthen performance and consistency.
• Maintain process knowledge and share best practices with frontline teams.
• Support coaching and mentoring initiatives to improve resolution quality and consistency.

Skills

Bachelor's degree

2-3 years BPO experience

Subject Matter Expert

Escalation Specialist

Senior Associate

Team Support

Strong English communication

Analytical skills

Decision-making

Education

Bachelor's degree preferred

Tools

Zendesk

Job description

Enshored, Inc. is seeking a Customer Service Representative - Tier 2 to support our global operations in a fast-paced mobility and transportation technology environment.

You will handle complex escalations, provide expert guidance to frontline teams, and ensure cases are resolved accurately and in line with policy. Ideal candidates have 2–3 years of BPO experience, a Bachelor's degree preferred, strong English (B2/C1), and a willingness to work a 24/7 rotating shift.